Bilingual Customer Service Representative

The Store Operations Help Desk Team Member - Bilingual is responsible for providing support to all Tractor Supply Company Store Associates. The Help Desk Team Member - Bilingual is trained to assist the Store Associate with any problems or questions relating to TSC, including providing service in both English and Spanish languages.

 

Primary Duties:

 

· Troubleshoots all POS/IT Software and hardware issues and assigning to appropriate IT Group when necessary.

 

· Answers any operational/procedural questions.

 

· Directs calls to the appropriate person(s) based upon TSC’s established “who to call list”.

 

· Reopens cancelled purchase orders or cancelled DC transfers.

 

· Orders emergency store supplies.

 

· Answers questions submitted via the TSC website by customers.

 

· Assists with the testing of new programs/procedures.

 

· Routes all suggestions and ideas that relate to TSC to the appropriate persons.

 

· Enters all calls into HEAT (the call log database).

 

· Provides bilingual service over the phone to store team members who require assistance with Spanish-speaking customers.

 

· Formulates and maintains a glossary of English to Spanish terms and phrases, specific to common Help Desk/Customer Service requests, as a reference for other Help Desk and Customer Service team members.

 

 

Secondary Duties:

 

· Performs other duties as assigned by a supervisor.

 

Education and Experience:

 

High school education; related work experience; any suitable combination of education and experience will be considered.

 

Essential Skills:

 

· Demonstrate strong problem solving, communication, organizational, and multi-tasking skills.

· Ability to work independently, positively handle conflict, and work in a fast paced environment.

· Ability to work some nights and weekends.

· Fluent bilingual proficiency in English and Spanish.